3rd Line Support Engineers at Red Rhino Solutions – Barnsley | Jobyssey

We are looking for an experienced Senior3rd line IT Support Engineer who is looking to join a well-established and growing IT provider.

This role has massive career progression opportunities.

RoleSenior 3rd Line IT Support Engineer

Location Hybrid with travel to Barnsley office 2/3 times per week and customer related travel

Salary £48k - £65k D.O.E + full expenses/travel and bonus + benefits

General Career progression, great benefits and a supportive experienced team with optional travel to Australia, South Africa and Spain.

The Role

Operate at the highest level of the service desk within a dynamic MSP supporting critical business environments and demanding customers.

You will act as the senior technical authority during major incidents, escalations, and high-impact situations. This role combines deep technical expertise, decision-making under pressure, and excellent communication skills to manage both technical recovery and customer relationships.

You will interact with stakeholders ranging from end users to IT managers and directors, particularly during critical incidents where clarity, confidence, and accountability are as important as technical resolution.

You will join an international service team operating across three continents, working collaboratively with engineers and customers globally. This role offers opportunities to travel, mentor teams internationally, and support customers onsite when required.

While the role is primarily hybrid-based in Spain, travel will form part of the position, particularly to the United Kingdom, where most customers are based. There may also be occasional travel opportunities to Australia, South Africa, and other international locations depending on customer needs and project requirements.

We are therefore looking for candidates who are comfortable working in a global environment and open to occasional international travel.

Experience and Attributes

Take control of P1 incidents and provide structure in critical situations
Communicate confidently with technical and non-technical stakeholders
De-escalate complex situations
Protect customer relationships and business interests
Identify root causes and improve service quality
Mentor engineers and raise the technical level of the team
Collaborate with international teams across multiple regions
Provide occasional onsite support and mentoring abroad

Key Responsibilities

Incident Leadership

Lead technical response for Priority 1 incidents
Coordinate internal teams and third-party vendors
Provide clear communications to customers and leadership
Manage resolution and post-incident reviews

Escalation Management

Final escalation point for complex multi-client incidents
Perform root cause analysis and implement permanent fixes
Prevent recurrence through corrective actions

Customer Technical Relationship

Participate in service reviews and escalation calls
Handle sensitive situations professionally
Build trust with high-demand customers
Support key customers onsite when required

Advanced Troubleshooting & Continuous Improvement

Diagnose complex infrastructure, cloud, networking, and identity issues
Work in multi-tenant MSP environments
Mentor Level 1 and Level 2 engineers
Improve technical standards, documentation, and operational processes

Projects & Change Management

Support migrations, onboarding, and critical changes
Review technical designs and identify risks
Participate in high-impact cutovers and changes
Provide onsite technical leadership during key deployments when required

Required Technical Experience

Experience

3+ years in an MSP environment
Experience managing critical incidents
Customer-focused technical leadership
Experience working with international customers (preferred but not essential)

Microsoft & Identity

Windows Server (2012–2022)
Active Directory, Entra ID (Azure AD), Group Policy
Microsoft 365: Exchange Online, Teams, SharePoint, OneDrive

Infrastructure & Cloud

VMware and/or Hyper-V
Microsoft Azure (IaaS and Identity)
Backup and Disaster Recovery

Networking

TCP/IP, DNS, DHCP, VLANs, VPNs

Firewall troubleshooting and traffic analysis

Security

MFA, Conditional Access, Endpoint Protection

Basic security incident containment

Tools

RMM and PSA tools (Autotask, ConnectWise, or similar)

Monitoring and alerting systems

Essential Soft Skills

We are looking for professionals able to:
Remain calm under pressure
Take ownership and leadership
Communicate clearly during incidents
Manage demanding or frustrated customers
Balance technical and commercial decisions
Make decisions with incomplete information
Lead without direct authority
Work effectively across international teams
Be open to occasional international travel

Salary £48k - £65k D.O.E + full expenses/travel and bonus + benefits

Apply now to find out more and join a fantastic business with long term and loyal clients, where you can grow your career and opportunities.

Red Rhino Solutions – A Rare Breed

We work exclusively with our clients to hire the best talent in the market for our hand-picked clients.

We only work on select roles for select clients so you can apply for an honest and straight forward discussion and interview process.

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